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lou2000's profile

Voyager

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3 Messages

Wed, Nov 22, 2017 3:28 PM

Pixelation on UVERSE TV - started around July 2017/got less/now back last week on more channels

Problem started around June 2017. AT&T tech came to house July 2017 & could not fix. Called back few days later and said it was AT&T equipment problem and date to fix was unknown. Problem became less late summer. Now came back last week on channels (ABC,NBC, PBS) that were clear of this problem two weeks ago. Talked to local TV station engineer in July and he said he called AT&T about his network and they said yes there was a problem at the "HEAD" and they fixed it for his station by disconnecting fiber input and took the programs from "out of the air". That station is pixelating again. He called AT&T and was told they see no problems on their end.

Also noticed sound loss & skipping ahead of video on PBS shows.Pixel_PBS.jpegPBS

Has anyone ever gotten this problem solved? If so, what was the magic fix?

Pixel_Wavenews.jpegNBCPixel_SNL.jpegNBCPixel_ABCshow.jpegABC

4 Attachments

ATTHelp

Community Support

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172.7K Messages

4 y ago

Good afternoon @lou2000!


I appreciate you reaching out to the Community Forums find a solution to your pixilation issue.  We want your watching experience to be exceptional.  I have some suggestions to help correct this issue!


A great first step which corrects many issues is to restart your Residential Gateway.  Unplug the power cable for 5 seconds and plug it back it.  Please wait until the LED lights are green, which can take up to 4 minutes.  Using this option will temporarily interrupt your TV and Internet service.


You may also use the Troubleshoot & Resolve tool from your TV:


  • Press Menu;
  • Scroll down to Help then press OK;
  • Select Information > Troubleshoot & Resolve > TV > Picture;
  • Select the Picture issue;
  • Follow the onscreen prompts.

You can review these steps or other tips from our eSupport article or use our Troubleshoot and Resolve tool online.


If you still continue to have pixilation issues after following these tips, please contact us so we may investigate and identify the cause.  Please send a message to @ATTCares, and include your account information, a good contact number, and the best date/time to reach you, including your time zone. 


I hope this corrects your issues and have a great day!


Richard, AT&T Community Specialist

Contributor

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1 Message

3 y ago

Having this exact problem. Gets so bad shows are unwatchable. Happens on any channel any time of day  The receiver has been switched out and software updated. The hardware where the fiber enters the house has been switched out. Still the problem continues. 

Contributor

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3 Messages

3 y ago

We have been experiencing pixelation for the last few months, it appears to be worse in the evening. We had Geek Squad analyze our big screens, 85” Sony and 50” Visio. They stated that the equipment was performing to spec and we should contact AT&T. We did, we had an excellent tech come out and check the DVR’s. He said they were performing as they should but agreed with the pixelation issue. He stated that other techs had customers with the same issues. AT&T appears to have a corporate problem with signal strength!!

JefferMC

ACE - Expert

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24.6K Messages

3 y ago


@RHarwell wrote:

We have been experiencing pixelation for the last few months, it appears to be worse in the evening. We had Geek Squad analyze our big screens, 85” Sony and 50” Visio. They stated that the equipment was performing to spec and we should contact AT&T. We did, we had an excellent tech come out and check the DVR’s. He said they were performing as they should but agreed with the pixelation issue. He stated that other techs had customers with the same issues. AT&T appears to have a corporate problem with signal strength!!


Keep in mind that U-verse distributes in ~2 Mbps (SD) and ~6 Mbps (HD) bandwidth streams.  There is compression being used on that signal, and it is not lossless.  The larger your screen, and the faster the screen elements change, the more noticeable the effects of that compression.  It's not a "signal strength" issue, per se.

 

Contributor

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3 Messages

3 y ago

Bottom line is the investment in HD technology is not paying dividends with cable HD.
gr8sho

ACE - Professor

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3K Messages

3 y ago

@RHarwell

Hello.

Uverse IPTV is fairly old technology at this point. Whenever I’ve experienced pixelation issues, it involved some effort to resolve. Could be an issue at the VRAD, could be an issue with wiring inside the home such as faulty Ethernet or coax cable. My U-verse service is almost flawless. And no pixelation. The picture is reasonable, actually quite good, on a 65” 4K HDR television connected via a wireless WAP. 

 

If the signal specs are good at the RG, that’s a good start. Att tech support needs to confirm that for you. You can post here as well and someone can also confirm for you. 

What tier of service and model of RG?

Contributor

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3 Messages

3 y ago

Tier of Svc, rg?
gr8sho

ACE - Professor

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3K Messages

3 y ago

VDSL2 or Fiber,  and speed. For example, I have 75/20Mbps on a VDSL2 connection with a BGW210 RG. 

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